We are looking for a person who is excited to dive deep into the world of telecom service management and to become a telecom subject matter expert and help drive our efforts in this area.

About you:

• 2-3 years of experience in Product Level 3 support.
• Have excellent verbal and written English communication skills(C1 +)
• Service and customer-oriented mindset
• Demonstrated ability to troubleshoot technical issues.
• Working knowledge of the components in a web application stack.
• Must have basic object-oriented programming skills (JavaScript strongly preferred.)
• Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
• Understanding of SQL and database concepts
• Ability to read/write JavaScript(basic knowledge)
• Ability to articulate technical subject matter in a clear and easy to understand manner.
• Knowledge of basic ITIL concepts
• Jira experience
• Creative problem solver

Will be a plus:

• Experience in SaaS Level 3 Product support
• ServiceNow Administrator/Developer certification(or at least experience in ServiceNow)

Responsibilities and Duties:

• Provide timely technical support to our customers as 3rd level of support.
• Work with ServiceNow as a platform and the ServiceDesk tool.
• Work with Incidents escalated from 1st Level.
• Deep investigation of customer issues and root cause analysis.
• Collaborate with the development and operations team on bug fixing.